When Arnold Neuhaus was a small lad growing up in Amsterdam, he entered a contest sponsored by KLM, and won. The prize was a flight over Amsterdam, but he wasn’t able to collect because of his sister’s illness. Eighty three years later, with the help of his seven-year-old great-grandson, KLM delivered with a surprise for “Grandpa Nol’s” ninetieth birthday.
How’s that for a caring company?
Each year, AirHelp rates airlines by looking at their on-time performance, quality of service, and claim processing. I’m going to call that a “care” index (work with me here). Back in 2016, KLM Royal Dutch Airlines came in second. Since then, though, they’ve seen a bit of a dip in their ranking. Last year they came in at 11, and this year, it’s 11 again.
But KLM cares about caring, and maybe they’ll soon regain their number-2 spot. (Good look trying to be number 1. Qatar Airways seems to have a lock on that.) Take, for instance, their special-assistance program. It’s called KLM CARES.
And this summer, they’re introducing Care-E, a luggage-carrying robot that can scan your boarding pass and take you where you need to be, even if the gate changes. KLM tells CNN Travel that Care-E is currently in testing, with plans to debut it in New York’s JFK airport and San Francisco International later this year.
Care-E looks like another step toward airport robot domination, and it’s an upgrade of KLM’s Spencer, who, alas, couldn’t carry your bags.
Last year, the airline introduced the KLM Care Tag, a smart luggage tag that uses GPS and a speaker to provide helpful “tips and tricks” as you travel around Amsterdam. It’s another technology that’s in beta mode, as it was available only during September of 2017.
The Care Tag. Yeah, it’s kind of like having a stewardess riding on the back of your bike or on top of your roller bag. Of course, that’s not going to happen (though the images are kind of seared into my brain). But don’t be surprised if a member of the KLM cabin crew sneaks up behind you on the street to zip up your backpack or adjust your child’s shoulder strap. “It’s not the blue uniform that make us stand out,” they say, “It’s because we care.”
And if you still don’t believe me about KLM’s karing kulture, here’s a video in honor of Mother’s Day, for those who live far away from Mom. It’s actually my favorite of this whole bunch.
By the way (#1), do you know what KLM actually stands for? It’s Koninklijke Luchtvaart Maatschappij, which translates to Royal Aviation Company.
By the way (#2), in case you’ve never heard of AirHelp before . . . besides rating airlines (and airports), they want to help you get compensation for any flight delays, cancellations, or overbookings that have affected you in the last three years. Just let them know the details, then “sit back and relax while [they] jump into action.”
(Lilit Marcus, “KLM’s New Airport Robot Care-E Will Guide You to the Gate,” CCN Travel, July 11, 2018;
[photo from KLM, used with permission]